WhatsApp Channel FAQs

Last updated: 3 March 2026

Billing for the WhatsApp Business API

How to connect a WhatsApp Business API license to a new client?

Preparing the data

1. Prepare a phone number for license registration.

   warning

   The number should not be used in the WhatsApp Business app or personal WhatsApp.

2. Create a Business Manager business portfolio.

   How to Create a Business Portfolio for a Company

3. Select a WhatsApp Business API plan so that we can add it to your edna Pulse account in a timely manner.

WhatsApp Business API Pricing USD | edna

Creating and activating your edna Pulse account

1. Provide your personal edna manager with the information needed to create your account:

   • a new email address, which will be your login;
   • the full name and phone number of the contact person.

2. Open the email with the link to activate your account, which we will send immediately after it is created.

   warning

   The link is valid for 24 hours.

3. Follow the link to activate your account.

4. Accept the rates, fill in the company details and payment information.

Connecting the WhatsApp channel

Go to the Channels section in your edna Pulse account and add a new channel.

How to Connect a WhatsApp Channel

How are funds debited after connecting to the WhatsApp Business API?

• One-time fee — a fee is charged for connecting the number.
• Monthly fee — the license fee is calculated proportionally to the number of days of use.
• From the 1st day of the following month — the license fee is charged in full.

License and Pricing

tip

Make sure that your account balance has sufficient funds for all debits:

• connection fee;
• tariff fee;
• fee for template messages.

General Information about Your Edna Pulse Account BalanceHow to Top Up Your Account BalanceWhatsApp Business API Template Messages

What does WhatsApp Business API pricing consist of?

1. Number connection fee

   A one-time fee charged on the day the sender's phone number is successfully connected to WhatsApp Business API.

2. Fixed license fee (MAU)

   A fixed cost based on the selected tariff. It is charged on the 1st of each month and allows you to interact with a specified number of unique subscribers during the month.

   warning

   This part of the license doesn't include template messages — they are charged separately. WhatsApp Business API Template Messages

3. Variable part of the license (AMAU)

   Fee for active unique subscribers exceeding the tariff limit. The charge is debited on the 3rd day of the month for the previous month's overage.

   For example, with a MAU 3000 tariff and sending to 4000 unique numbers in January, on February 3, a fee will be charged for 1000 subscribers over the tariff limit.

4. Fee for delivered template messages

   The cost depends on the template category and the recipient's WhatsApp country code. The list of rates is available on the edna website.

   WhatsApp Business API Pricing USD | edna

   License and Pricing

How to change the WhatsApp Business API license tariff?

You can only change your tariff on the first day of the calendar month. You should notify us of the change no later than 10 days before the end of the reporting period. To change your tariff, send us a notification in a timely manner and select the tariff you wish to switch to.

What is MAU and how is it calculated?

MAU (Monthly Active Users) is the number of unique phone numbers of users from whom incoming messages were received and to whom outgoing messages were successfully delivered during a calendar month.

For example, if a company sends a broadcast on 31 October and the user responds on 1 November, the MAU is counted twice.

What are the categories of WhatsApp Business API templates? How are they assigned?

MARKETING

Used to increase brand awareness, boost sales, and retarget ads to customers. Features:

• Includes templates with mixed content.

  For example, messages from the Utility and Marketing categories — information about promotions in messages with order status, surveys with advertising content.

• Includes templates with unclear content.

  For example, only {{1}} or “Congratulations!”.

UTILITY

Used to respond to user actions and requests. Requirements for the category:

• The message should not be promotional, i.e., it should not contain advertising elements or persuasive wording.

• The message should be relevant to the user or critical for them.

  For example, it should relate to the user's order, account, services, transactions, or be sent for their security.

AUTHENTICATION

Used to verify the user's identity at different stages of the customer journey. To obtain this category, the company should:

• Use templates from the For authentication library in the Cloud API.

• Configure the one-time password button.

  For example, a code copy or autofill button.

• Comply with content restrictions:

  • Do not use URLs, media files, or emojis.
  • Template parameters are limited to 15 characters.

tip

See the Meta documentation for examples of messages in different categories.

developers.facebook.com

How to estimate the costs for the WhatsApp channel?

The amount of fixed payments is available in the Profile → Company profile → Payments → Balance tab in your edna Pulse account.

info

The tab doesn't contain information about the variable part of the license (tariff overrun) and the cost of template messages.

You can calculate the cost of messages yourself using edna tariffs — see the website for more details.

WhatsApp Business API Pricing USD | edna

WhatsApp Business API Template Messages

Channel Registration: Company Verification

What documents do I need to verify?

It depends on the way of doing business. For more details, see the instructions on how to verify a WhatsApp account in Facebook Business Manager.

How to Verify Company in Meta

Is it necessary to verify the company in Facebook Business Manager?

No, it’s not. There is a fast connection without verification. This connection has the following limitations:

• you can’t get the official channel status (green tick);
• maximum daily limit is 250 delivered template messages per day.

There are no restrictions in terms of templates and channel work.

Maintaining WhatsApp Channel Quality

Which companies should be verified in Facebook Business Manager?

Companies that want to:

• have a daily limit of more than 250 template messages delivered per day;
• get the official channel status (green tick);
• show the company name instead of the phone number.

How long does the verification take?

Verification usually takes no more than 10 working days, but may take longer.

What should I do if the verification is delayed?

Contact your personal edna manager. The manager will give you possible reasons for the delay in verification and tell you what you can do to speed up the process.

How will I know if the company has passed or failed verification?

Upon successful verification in Facebook Business Manager, the company will receive a notification that it has passed verification. The company will receive Verified status.

If verification is unsuccessful, the company will receive a notification in Facebook Business Manager that it hasn’t passed verification.

What should I do if the company verification fails?

Contact your personal edna manager. The manager will give you possible reasons for unsuccessful verification and tell you what you need to do to try to verify the company again.

Channel Registration: Phone Number

Do I need to enter the phone number from which the broadcasts will be sent in my Facebook business account?

No, you don’t. When you verify on Facebook, you provide a phone number that you can prove is registered. You provide the phone number for broadcasts on the edna application form. This number is not verified by Facebook.

Who should I register a phone number for sending broadcasts to?

The phone number from which broadcasts are sent can be registered to any individual or legal entity. This number is not verified by Facebook.

Can I use an international or virtual phone number to register the WhatsApp Business API?

Yes, you can use any number that can deliver a confirmation code from an international number.

Can I use a short number to register the WhatsApp Business API?

The use of short numbers is not allowed.

Can I use an answering service number or IVR to register the WhatsApp Business API?

When you receive a code during a call and an Interactive Voice Response (IVR) is configured for your phone number:

• set up routing for incoming calls with the country code “+1” directly to the mobile operator;
• find and listen to the call recording in the IVR logs.

What number does Facebook call from to verify the business phone number?

To find out a specific number, contact your personal edna manager. The call will come from an American number with the code “+1”.

Do I need to keep the SIM card in the phone at all times?

No, you don’t. The SIM card only needs to be in the phone at the time of phone number confirmation.

How do I change the number for sending broadcasts?

You can’t change the number for sending broadcasts. If necessary, you can add a new number and block the old one.

Channel Registration: General Questions

Can a company register more than one business account?

Yes, it can. Companies with verification can connect up to 20 numbers. Companies without verification can connect up to two numbers. One number is one business account.

What is the purpose of a Facebook business account when connecting to the WhatsApp Business API?

The WhatsApp Messenger is owned by Meta. At the request of the company, the customer’s company should use a Facebook business account to connect to the WhatsApp Business API account.

How do I connect the WhatsApp Business API for an individual?

Individuals are not permitted to connect to the WhatsApp Business API. In order to connect, you need to be a registered legal entity or sole proprietor.

Message Templates

Why does the template have the

Disabled

status?

• The WhatsApp channel on whose behalf this template was sent has received many complaints from the recipients.
• Most recipients didn’t read the messages sent to them.
• Complaints from recipients continue to be received.

Possible reasons for unsuccessful broadcast:

• The broadcast contains information that is irrelevant to the recipients.
• The broadcast is not timely.
• The broadcast is not personalized.

What should I do if the template has the

Disabled

status?

Find out why the template was disabled:

1. Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
2. Check the template text and attachments. The broadcast text should be personalized.
3. Check the time of sending the broadcast. It should be sent at an appropriate time, considering its content.
4. Note any errors found to avoid repeating them in other templates.
5. Create and use a new template.
6. Continue planning and sending broadcasts using the new template.

Can I use the template with the

Disabled

status?

No, you can’t use the disabled template to send broadcasts. To use the template for future broadcasts, you can only correct it from the Paused status.

How do I send multiple images or videos in one template?

You can only send one attachment in a template: a document, image, or video.

warning

You can’t send multiple attachments simultaneously.

What attachments can I use in templates?

You can use the same attachments in templates as you can in messages, except for documents. Documents can only be PDF files.

developers.facebook.com

Channel Quality

How to avoid WhatsApp channel blocks?

Compliance with conditions before starting registration

• Company details are filled in correctly. The business portfolio in the Company Information section should contain accurate information about your company.

• A second-level website is specified.

  For example, shop.com, not shop.tilda.com.

• The details on the website match the details in the business portfolio. The website should contain the company name, legal address, and TIN of the same legal entity as in the business portfolio.

• Business portfolio administrators have been added. There should be at least two Facebook users with “live” pages — with posts, likes, and photos.

• Two-factor authentication (2FA) is enabled for all business portfolio administrators and personal accounts.

  www.facebook.com

How to Avoid a WhatsApp Business Account BlockMaintaining WhatsApp Channel Quality

Recommendations after connecting the channel

• Follow the WhatsApp Business Terms of Service.

developers.facebook.com

• Do not start sending messages immediately after registering your account. WhatsApp algorithms may recognize high activity from new accounts as suspicious.

  tip

  We recommend waiting a week after registration before starting broadcasts, and gradually increasing the pace over the next three weeks.

• Obtain user consent for the collection and use of personal information. This can be done through the registration form on the website.

• Monitor the quality of your number and regularly check your email for warning messages from WhatsApp.

• Complete company verification. Verification increases trust and reduces the risk of being blocked.

• Before sending a broadcast, send a test broadcast. Test the broadcast on a small group to gauge customer response.

  tip

  We recommend dividing broadcasts into smaller segments to reduce the risk of blocking.

When does the WhatsApp channel quality become medium?

When the WhatsApp channel receives complaints from broadcast recipients. Medium channel quality serves as a warning, but doesn’t prevent the channel from operating and sending broadcasts.

Maintaining WhatsApp Channel Quality

What should I do if the WhatsApp channel quality becomes medium?

If you’ve sent a broadcast in the last 24 hours, analyze it:

1. Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
2. Review the text and attachments in the template. The broadcast text should be personalized.
3. Check the broadcast sending time. The broadcast should be sent at an appropriate time, considering its content.
4. If the broadcast specifies incorrect recipients, correct the audience.
5. If the template contains errors, create a correct template and use it for future broadcasts.

If you haven’t sent a broadcast in the last 24 hours, check the two-way communication quality:

1. Make sure that you respond to customers quickly and in a timely manner.
2. Make sure that you are polite and respectful when communicating with customers.
3. Make sure that your chatbot is working properly, if you have one.
4. Make sure that you have the ability to transfer the conversation from the chatbot to a human.
5. If necessary, improve the two-way communication quality.

When does the WhatsApp channel quality become low?

When the WhatsApp channel receives many complaints from broadcast recipients. Low quality channels have lower daily limits and an increased risk of being banned.

Maintaining WhatsApp Channel Quality

What should I do if the WhatsApp channel quality becomes low?

warning

Stop all broadcasts and don’t start sending new ones.

If you’ve sent a broadcast in the last 24 hours, analyze it:

1. Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
2. Review the text and attachments in the template. The broadcast text should be personalized.
3. Check the broadcast sending time. The broadcast should be sent at an appropriate time, considering its content.
4. If the broadcast specifies incorrect recipients, correct the audience.
5. If the template contains errors, create a correct template and use it for future broadcasts.

If you haven’t sent a broadcast in the last 24 hours, check the two-way communication quality:

1. Make sure that you respond to customers quickly and in a timely manner.
2. Make sure that you are polite and respectful when communicating with customers.
3. Make sure that your chatbot is working properly, if you have one.
4. Make sure that you have the ability to transfer the conversation from the chatbot to a human.
5. If necessary, improve the two-way communication quality.

Channel Daily Limit

What is the daily limit?

The daily limit is a certain amount of unique numbers to which a template message can be delivered.

Maintaining WhatsApp Channel Quality

How is the daily limit set?

The daily limit for sending messages depends on the company’s channel quality and the number of messages delivered.

How do I know the current daily channel limit?

The daily channel limit is available in the WhatsApp channel information on the Channels tab.

WhatsApp Channel Information

How do I remove the limit on daily broadcasts?

You can’t remove this limit. To increase the allowed number of broadcasts per day, keep the WhatsApp channel quality high and send more messages.

Maintaining WhatsApp Channel Qualityp

Will the allowed number of broadcasts decrease if the customer sends few messages?

The number of customer messages doesn’t affect the allowed number of broadcasts per day. The allowed number will only be reduced if the WhatsApp channel quality degrades, for example due to customer complaints.

Maintaining WhatsApp Channel Quality

What are the restrictions on sending marketing messages?

A single recipient cannot receive:

• more than 2 marketing messages within 24 hours from the same company, if the recipient hasn’t responded to any message;
• more than 4 marketing messages from any company within 24 hours;
• more than 10 marketing messages from any company within 7 days.

Official Channel Status

What is the official channel status?

The official channel status means that the company has verified the authenticity of its account and has been verified by Facebook Business Manager. Official channels have a green checkmark next to their name.

info

The official channel status doesn’t affect its operation.

How to Verify Company in Meta

How do I get the official channel status?

To obtain official status, the company should verify the authenticity of its account and verify it in Facebook Business Manager.

info

Only a publicly-known company can be granted official status.

How to Verify Company in Meta

What is the official channel status for?

Official channels have a green checkmark next to their name. When customers receive messages through the official channel, they see the company name instead of the phone number. An official channel also increases customer confidence and reduces the risk of complaints.

How to Verify Company in Meta

Channel Limitations

How many messages can I send to a customer?

There is no limit to the number of messages per customer.

What is the maximum number of characters in a free text message?

4096 characters.

Provider Change

Can the customer change the WhatsApp Business API provider and keep the phone number?

Yes, they can.

What data will be saved after account migration?

When migrating an account, the following information is saved and automatically transferred:

• channel name;
• channel quality rating;
• limit on the number of messages;
• the official status of the channel, if it was previously received;
• all approved template messages are of high quality.

What data won’t be saved after account migration?

Message history, low quality template messages and rejected or pending templates won’t be saved after account migration.

General Questions

If the customer writes first, do I need to get their permission to receive broadcasts?

Yes, you do. It’s mandatory.

How do I use the WhatsApp Business API to join a group chat?

You can’t join group chats using the WhatsApp Business API.

How can I hide the status of a message read by the company?

By default, all incoming messages from customers are marked as read in edna Pulse, but you can disable this setting. If your software supports automatic delivery of message status, set up delivery of a read confirmation when the message is opened.

Message Read Confirmation

How can I find out the details of customers who have blocked or complained about the channel?

This is confidential information that Facebook doesn’t share. You also won’t be able to see spam complaint statistics or a complaint scale that reflects the WhatsApp channel quality.

Maintaining WhatsApp Channel Quality

How do I know if the customer is a WhatsApp user or not before sending a message?

You can’t check this. If the customer doesn’t use WhatsApp, the message sent to them won’t be delivered with the status not-whatsapp-user.

Can I format the text of the message I want to send?

Yes, you can.

developers.facebook.com

What attachments can I use in a message?

When sending messages in conversation, you can use the following attachments:

• Images in JPEG or PNG format. The maximum size is 5 MB.
• MIME type documents, including DOC. The maximum size is 5 MB.
• Video in MP4 or 3GPP format. The maximum size is 16 MB.

How do I connect a catalog for WhatsApp Business API?

Follow the guide:

Using WhatsApp Catalogs

If the phone has a SIM card, can I make calls using both mobile and WhatsApp?

You can make mobile calls from a number connected to the WhatsApp API, but calling is not available using the WhatsApp application.

Can I receive messages on the WhatsApp mobile application?

You won’t be able to receive messages in the WhatsApp mobile application if the WhatsApp Business API is enabled.

If the number is connected to the WhatsApp Business API, the WhatsApp application will be unavailable as you cannot use two WhatsApp products at the same time.

How do I change the information in my WhatsApp Business API profile?

tip

Send a request to edna support.

In the request, specify the information to be changed and the channel for which the changes are required.

How many links can I add to my company profile?

You can add a maximum of two links to websites or social networks to your company profile.

What should I do if I can’t send WhatsApp broadcasts?

Make sure you send messages using registered operator templates that are active in Meta and edna Pulse. When sending messages, the text should fully match the registered templates, taking into account the number of characters, formatting and line breaks.

If you send messages via other systems, make sure that template messages are sent with all template attributes (signatures, headers), as some partners only support sending text templates.

How to Create a WhatsApp Operator Template and Submit it for Registration